Customer Support Specialist, Payments

📋 Description

• • As a Customer Support Specialist at Archy Inc., you will be at the forefront of revolutionizing the dental practice management space. You will play a pivotal role in ensuring our dental providers have a seamless and empowering experience with our cutting-edge SaaS solution, allowing them to focus on what they do best – patient care – while we expertly manage the technical intricacies of their practice business.
• • This role is designed for an experienced office manager or front office staff member from the dental industry who is passionate about leveraging their expertise to provide outstanding customer support within a dynamic software company.
• • Your primary responsibility will be to build and nurture strong, long-term relationships with our dental practice clients, offering real-time, high-value support that directly contributes to their success and satisfaction.
• • You will be instrumental in conducting live, engaging training sessions for dental offices, guiding them through the functionalities and benefits of Archy's platform.
• • A significant aspect of your role will involve direct interaction with clients via phone and video calls, addressing their inquiries and ensuring they maximize the value derived from Archy.
• • A key focus area for this position will be providing expert support on issues related to payments, billing, and insurance claims processed through the Archy platform, including its integration with dental clearinghouses.
• • You will be the first line of defense in troubleshooting technical issues that arise, employing your problem-solving skills to resolve them efficiently.
• • When more complex or severe technical challenges emerge, you will expertly escalate these issues to our dedicated engineering team, ensuring a smooth handover and prompt resolution.
• • A critical component of this role involves owning the review and triage of payment-related issues for our practices. This includes guiding clients through payment processor onboarding, assisting with dispute resolution, and meticulously maintaining accurate documentation of all payment-related activities.
• • You will act as a vital conduit for customer feedback, proactively identifying and communicating customer concerns and potential product improvements to relevant internal stakeholders, including the product and engineering teams, through the creation of detailed bug tickets.
• • Furthermore, you will contribute to the continuous improvement of our support resources by identifying gaps in existing training materials, both for internal use and for external publication, thereby enhancing the self-service capabilities for our clients.
• • This role demands a proactive approach to understanding the nuances of dental practice operations and translating that understanding into exceptional support and training.
• • You will be empowered to investigate potential technical problems reported by customers, not only by troubleshooting directly with the client but also by proactively seeking out underlying causes and potential solutions.
• • Your ability to clearly and effectively communicate technical information to a non-technical audience will be crucial in guiding users through complex processes and resolutions.
• • By delivering exceptional support, you will directly drive meaningful value for our dental practices, fostering loyalty and ensuring their long-term success with Archy.
• • You will collaborate closely with a cross-functional team of Archy colleagues, including sales, product, and engineering, to ensure a cohesive and responsive approach to customer needs.
• • This position requires a commitment to working set hours of 9am - 6pm Eastern Time, Monday through Friday, ensuring consistent availability for our clients.
• • As an hourly, non-exempt role, you will be eligible for overtime pay in accordance with applicable labor laws.
• • In alignment with typical dental practice operating hours, there may be a requirement to work certain holidays to provide uninterrupted support to our clients.
• • Your dedication to providing outstanding customer experiences will be paramount in shaping the perception and success of Archy within the dental community.